These realities are converging for nearly all businesses:
- Data describing customers is more plentiful – and overwhelming
- Businesses must increasingly deliver great experiences to customers – or risk losing them
- Customers have higher expectations that businesses know who they are – and are frequently disappointed
Businesses continue to grow the channels used to interact with their customers but contact centers and CX leaders are typically working in their own disconnected silos. That disparity contributes to piles of information that exist independently from each other, and too often do not help to inform the very teams responsible for improving customer experience. With the current pressures of economic uncertainty looming over contact center decision makers, how can they avoid missing the valuable insights sitting in the contact center?
Join M.J. Johnson, Senior Director of Product Marketing at CallMiner, and guest speaker Max Ball, Principal Analyst at Forrester, for a fireside chat to explore these issues and some potential solutions.
In this webinar, they will discuss:
- How to evaluate and prioritize the avalanche of customer data organizations are collecting
- Where the disconnect between CX and contact center silos can often lie, and what to do about it
- What you can do to aggregate and analyze the data you have already collected to drive genuine business value
- How to develop criteria for choosing a solution that will unite this data and insights to be leveraged across the enterprise
Speakers:
CallMiner
M.J. has built his career as a product marketing leader in pursuit of three goals: focusing on the customer, collaborating with great technologists, and sharing compelling stories. He’s excited to be part of the team at CallMiner to help advance their leadership position in natural language processing and artificial intelligence to improve customer interactions.
Most recently he led the product marketing team at Acquia, where he had the opportunity to help define and establish Acquia's Digital Experience Platform go-to-market, while working closely with members of the Drupal open source community. He previously has held product marketing and product management leadership positions at Akamai, Adobe, Vignette, AltaVista and multiple early-stage startups.
Forrester
Max is on Forrester’s digital customer and collaboration team serving customer service and technology leaders focused on transforming customer service engagement. He brings over 30 years of industry experience in product management and product marketing in the areas of omnichannel contact center platforms, speech recognition and interactive voice response (IVR), mobile, social, chat, and WebRTC. Max’s research focuses on the full breadth of contact center solutions ranging from self- and assisted-service applications to AI-driven digital customer experiences.
Prior to joining Forrester, Max worked for several contact center and enterprise collaboration vendors. He worked most recently at RingCentral, where he was director of product marketing for contact center. While there, he helped launch Engage Digital and Engage Voice, the first contact center offerings fully owned by RingCentral. Prior to that, he held product management and marketing roles at technology vendors 8x8, Inc., Genesys, and Edify.
Max earned a bachelor’s degree in communications from Stanford University.
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